Appointment Scheduling Specialist - 3147 S 17th - FT

Wilmington Health PLLC•Wilmington, NC

22d•Remote

About The Position

The Appointment Scheduling Specialist manages patient appointments, provides customer service, and coordinates medical services. The role involves scheduling appointments, verifying insurance information, responding to patient inquiries, and accurately entering patient details. The Specialist supports communication among patients, providers, and office staff. The position is remote after completion of on-site training. Responsibilities include managing incoming calls, scheduling and adjusting appointments, sharing appointment instructions and reminders, coordinating with providers and office staff, entering demographic and insurance information, verifying coverage, and collecting copays for same-day virtual visits. The role also requires safeguarding patient information and complying with HIPAA, organizational security protocols, privacy procedures, documentation and audit requirements, and required training.

Requirements

High school diploma or equivalent.
Previous experience in a medical office or similar role, particularly in appointment scheduling and patient interaction.
Strong communication skills, empathy, and active listening.
Proficient computer skills, including experience with scheduling software and electronic health record (EHR) systems.
Ability to multitask and prioritize in a fast-paced environment and manage high call volumes.
Attention to detail and accuracy in data entry.
Excellent interpersonal skills and a friendly, professional demeanor.
Ability to handle patient inquiries empathetically and resolve issues in a timely manner.
Adaptability to scheduling changes and ability to work under pressure.

Nice To Haves

Familiarity with insurance plans such as Tricare and Medicaid.

Responsibilities

Handle incoming calls from patients seeking appointments for medical care, screening, and diagnostic testing.
Address patient inquiries, concerns, and requests with empathy and professionalism.
Schedule, reschedule, confirm, and cancel patient appointments.
Create new-patient appointments and accurately enter demographic and insurance information.
Confirm appointments, provide pre-appointment instructions, and answer patient questions.
Use scheduling software to coordinate and organize appointments.
Work with healthcare providers to accommodate urgent and specialized appointment requests.
Provide appointment reminders, including office locations, paperwork requirements, and account balances due.
Explain relevant health plan information and assist patients in understanding their coverage.
Promptly communicate schedule changes, cancellations, and adjustments to patients and relevant staff.
Enter and update patient demographic, policyholder, and insurance information.
Verify insurance coverage, including Tricare and Medicaid.
Reschedule appointments when providers are out of the office and collaborate with office staff as needed.
Collect copays for same-day virtual visits and maintain proper documentation.
Handle protected health information in accordance with HIPAA and maintain patient confidentiality.
Follow security and privacy procedures for patient information, including secure storage and transmission, access controls, and password and authentication policies.
Document actions involving patient information and participate in audits and reviews.
Complete required HIPAA and security training and stay informed about relevant privacy laws, regulations, and organizational policies.
Recognize and report potential privacy or security violations.
Perform other duties as assigned.